The Heritageoffers a sophisticated elegance with impeccable hospitality set in wonderful un-spoilt Laois countryside. It comprises of a luxury world class Hotel and European Award Winning Spa. The Heritage also offers guests a number of on site activities such as our Health Club with Leisure Pool, Jacuzzi, Sauna and Steam rooms, 5km Walking Track and Cinema.We are currently looking to hire aReceptionistto join our existing Front office team.Main DutiesReport for duty on time for your shift, in order to receive a handover.Ensure the highest possible standards of appearance, behaviour and attitudes towards internal and external Guests.To be the welcoming face of the Hotel.To have a full and comprehensive understanding of the front desk and operating systemsAnswer telephone calls promptly, professionally and in a courteous mannerTo be knowledgeable about all the facilities and services of the Hotel and to actively promote the Hotel's facilities and to maximise all available opportunities for upselling the rooms and other hotel facilitiesTo be knowledgeable about rates, packages and promotionsTo take reservations, be familiar with the procedures and to properly code all reservations as to the rate type, source, travel agent, etc.Maximise room revenue and average rate by upselling at every available opportunityTo be familiar with and knowledgeable about the local area so as to provide guests with accurate informationCheck guests in and out according to set proceduresTo be familiar with all guest preferences as recorded in their guest history profile and ensure these requests and preferences are followed upRoom guests according to set proceduresHandle guests incoming and outgoing correspondence (Messages, mail, e-mails, etc) and ensure they are delivered within 5 minutesTake ownership of situations / guest complaints and handle and control the situation in an appropriate professional manner. - If you take on a guest issue, you personally see it through to make sure the guest is satisfied in the time promised. If you have to pass it on, you should give all details and deadlines to the person concerned and check back, ideally with the guest to ensure that action has been taken and that the guest is satisfiedDeal with guest queries, needs and requests promptly, professionally and in a courteous mannerGive directions to those coming to the hotel from any directionGive directions within the Hotel.Ensure all guests are greeted and served in a friendly, accepting and professional manner and offered the highest customer care and satisfaction throughout their stay. Take every opportunity to make eye contact, smile, speak to guests and make an individual effort to use the guest's name to create a special atmosphere emphasise on personalised serviceBe willing to go the extra mile for the guests - exceed their expectations and provide exceptional service for guests arriving, visiting, staying and departing from the HotelActively work towards improving guest satisfaction scoresMust be fully conversant with the companies credit policy and procedures, and to ensure they are strictly adhered to at all timesTo understand the billing process and ensure that all charges are posted in the correct way and with the correct amount to the guest and function accountsCommunicates clearly and effectively using established channels to ensure interdepartmental communication is maintained. Especially Concierge, Housekeeping, Night Audit, Reservations and MaintenanceTo be conscious / aware of hotel security. Follows procedure when dealing with cash, foreign currency, other related currency - e.g. vouchers, keys and property, etc.To ensure that all tasks and check lists are actioned and completed by the end of each shiftTo ensure general filing, correspondence and record keeping is undertaken whilst on shiftTo ensure a full handover is given and received at the change of each shiftDemonstrate teamwork by cooperating and assisting co-workers as neededUpon check-in ensure that the guest fills in the registration card completely and legibly and reconfirm all details (e.g. departure date, rate, etc). Ascertain a method of payment and make sure that the requested room has been allocated. Show the guest all benefits and facilities while escorting to the roomEnsure all information supplied on the registration card and verbally during check-in are recorded in the guest profile immediatelyPrior to departure, review the charges on the guest's invoice to ensure the minimum delay during check out. Obtain whether the guest enjoyed their stay and offer to make a return reservation or a next destination booking. 'Is there anything else I can do for you?'To ensure all accounts balance with credit card machines, allowances are accounted for with the correct backup. All accounts are transferred to sales ledger and accompanied by the required documentationTake meal breaks when convenient to other team members and not during peak timesComplete any reasonable tasks requested by the Front Office ManagementTo attend Front Office meetings whenever possible or required by the Front Office ManagementAdapts his / her shifts according to hotel needsThe Heritage 'Core Values':Our Core Values are the essence of what we stand for as a company and it is our vision to instil a people focused culture within the hotel. These 5 core values give The Heritage a framework for leadership and set the foundations for our employees to grow and prosper in their roles with usPut Our Guest FirstBe Nice, Be KindPull TogetherOwn it, Do itRaise the BarWhy work for The Heritage, part of FBD Hotels:Discounted rates in other FBD propertiesHealth Club membershipLearning and development opportunitiesTalent Development ProgrammeStrong team focus and team atmosphereMeals and uniform are providedFree parking onsite